First of all. Doctors are great and helpful. Few months ago,I took my dog for vaccination and asking a prescription based on her disease. I have provide the record given by the previous vet. They charged me the prescription fee and ask me come back after three days. However, I have been back to my home country three months. So i go back to collect the prescription yesterday. It takes me two hours and a half to wait for the prescription. I arrived around 3:30pm .They have no idea where is the previous prescription. It’s 4:30pm,One of the doctor said she is going to print a new one for me and charged me the prescription fee again. After 20 minutes ,they said they can’t give me any prescription if they didn’t check the dog’s condition. I was asked to take the dog to do the blood test ,B12 test,TPL test etc. As we have run out of the medicine , my dog need the medicine every meal. After this, another doctor come to me again said they need the script from previous vet otherwise there is nothing I can get. It takes me half hour to contact the previous vet, however, Monash vet changed the system recently, so they don’t have any record of the script. After finish all the contact, it was close to 6:00pm, I was leave with the reception. I have no idea what to do next. Hopeless , helpless I understand it’s doctor’s duty to give prescription based on the dog’s condition. I have provide all the things I have. My dog have EPI , it’s the lifetime disease, she need the medicine with her whole life. The condition will not be better. What I need is the prescription of creon, it helps her digest the food and absorb the nutrition. Most of the doctors are unfamiliar with the EPI , even they have to do the research online. I am really disappointed with the whole experience.

I had to change my review as our recent trip to our vet Pakenham was not acceptable. The vets here are amazing, lovely and knowledgeable but the staff running the front desk (not all of them) are rude and unapologetic. We had an appointment at 11:40 and we waited an hour and a half, they let someone else in before us who had an appointment at 11:50, they also let a staff members animal in before us (not an emergency by the way). We asked to go in with our cat but they refused due to outdated COVID guidelines that are still set by our vet, that would all be okay if the rude vet nurse hadn’t just been in a consultation room where she had pushed in front of us and then proceeded to be in there with a many other people but we aren’t allowed in with our pets. She then proceeded to lie and say ‘nah we were out the back’ when we could clearly see her in there. Poor customer service, I’d be posting the rude women’s name if I knew it. I go to this our vet because I trust the vets and most of the staff are friendly and compassionate but this experience was just terrible. We don’t mind waiting a while on a busy day if there is a good explanation and the staff are doing their best, I do mind if they’re just doing whatever pleases them. My pet shouldn’t have to sit in their cage, stressed for an hour and a half because a staff member feels they’re more important than people who have made appointments weeks in advance.

While the vets and staff are great they are hideously under staffed. It takes 20 minutes of holding on the phone to make an appointment, then they usually take a message and have someone call you back. When arriving to your appointment you are left waiting for a minimum of 30 minutes. One appointment I had I waited 90 minutes and there were people everywhere waiting as well at a time we’re suppose to be social distancing. I don’t want to have to change where I take my Dogs for care, however, I don’t think it’s fair to keep customers waiting so long at every Single appointment. I hope you consider putting on more staff.

I was not advised that there was a weekend surcharge until the time of the appointment. I was told I should have been advised at the time of booking but that I could not dispute the additional cost. The staff were unprofessional. My poor elderly dogs came home bleeding from nails cut too short and still had matting in their fur which I had to fix myself. I honestly wonder if the other 5 star reviews are all genuine. Definitely not one of my "best friends". Never again.

Can I just say how fabulous the staff are here. Day 1 of moving to the area, my 16 year old bird became very unwell and I had to make “that” vet visit. So kind and caring, totally respectful of the situation and my choices. They made such a horrible day so much better and looked after my boy for me. Then today I received such a beautiful card from them. Thank you again, so very highly recommended.

The vet staff here are always friendly and extremely accommodating. I recently moved house and had to cancel my Our Vet services with them, I was charged incorrectly after cancelling it due to debit issues. After calling to rectify this, the staff immediately and very helpfully organised a refund. I am sad to have moved so far away as I would highly recommend their vet services to everyone. :)

Outrageously overcharges medicines. Not $20 more, Heart medicine $175. Go buy elsewhere $85 same brand same pills. To top it off when I get there to have a script printed since they are losing my money charged $25 to print it. Also gave wrong strength prescription so I have to halve all the other pills. Always have to wait ridiculous times even with appointment making pets nervous.

My Lewi hates the Vet and I don’t like taking him, but I must say what a lovely amazing awesome team of people. They really looked after him and tried their best to ease his anxiety about having to stay overnight. They gave him the best care in the world. I loved how they kept me in the informed the whole way though. Couldn’t be happier with Our Vet Pakenham. Thank you so much.

Our Boston terrier just had complicated BOAS with vet Natalie, her professional manner , friendly service and knowledge as always was outstanding. Natalie always takes time to explain, answer questions and always does it with empathy , understanding and compassion. Her entire frontline staff are friendly too : a wonderful team . Thank you for looking after Hope & Lulu

The vet was good but they were understaffed. Including wait time getting my dog vaccinated and microchipped took 90min. It took 20min to even tell them I had arrived for my appointment the desk was so busy. There were people and their pets everywhere. The vet nurses were working way above their pay grade. I hope they are appreciated and paid accordingly:

The team at Our Vet and the whole Best Friends store are just brilliant. Lovely, welcoming, knowledgeable. They go above and beyond the call of duty for all our pets. They have kept the store open while we were stuck in traffic, and they genuinely care for our pets & love them as much as we do. Can't thank them enough.

Honestly never had a bad experience here, Bel, Ally and Kobe on the floor are amazing and my puppy absolutely loves coming ion with me for all the hugs and attention. The girls at the vet end are also just as good, explains everything and were amazing when it came to the harder times.

Veterinarians were lovely however I joined their our vet program only to be very disappointed. Very expensive found it cheaper to go somewhere else and took forever (3months) to finally get someone to get back to me about cancelling membership with them not worth the money.

I took my 7 week old puppy in there today , I didn't have an appointment but they where able to get my pup seen with in a few minutes . the staff where lovely and super kind unfortunately I don't remember the name of the lovely lady who helped us but thank you very much .

Dear best friends grooming staff at Pakenham Salon You are best team I have come across Not only that my poodles look like they been groomed for the show but you staff across the store provide service with high professional caring staff Thank you Kathy …

There service is fantastic always willing to help with ant issues that you might have. I have been going to the vets for awhile now and they are always willing to go above and beyond to help my furbaby and assisting with treatment options when needed.

We've found the vets here to be incredibly caring, reasonable with price and accommodating to our dog who is reactive to other dogs. The wait times are short and in the mean time you can browse the isles of Best Friends who often have great sales on.

Friendly staff very helpful, answered our questions fully, vet was great explained in detail what she had done for our dog, what we had to do & answered our questions, couldn't ask for better service, just what we expect from OurVet in Pakenham

A huge shout out to Dr Natalie and Alice for looking after our beautiful Jinx with her fractured leg. The entire Best Friends team are amazing, Pam always welcomes us and our fur babies. Thank you for loving Jinx so unconditionally.

Clara has always groomed Lucy from the beginning and she has always done a professional job. She handles her with kindness and has picked up on some lump issues that Lucy has had. I would highly recommend Clara and Best friends.

Great groomers in Best Friends Pakenham. My Rocco is a superstar, everywhere we go people look at him and compliment him all the time.Great job and service every single time. Well done team Pakenham!!! …

Both vet and retail are welcoming and informative show genuine care in not only our pets but also us as owner/fur parents. Great vet care plan with awesome discounts. It's like a social area for pets to meet up.

Staff are super friendly, attentive and have high willingness to help. They always remember who we are when we go in and give us exactly what we need for our pets. Never had an issue with them!

The staff are friendly,helpful ,and I think amazing they are always ready to help and answer your questions.They also remember who you are no matter how long it's been since your last visit.

Nothing against the quality of the staff or store but do expect to wait… and wait… they are slower than the doctors so make sure you have lots of free time when you make an appointment

Thankyou Maddie from Pakenham Best Friends for the urgent help you gave us with our Tessy Jane and the grooming so she could have surgery. Thankyou also the vets staff for, you help.

Great place for pet grooming. Weekdays have Best Friends member discounts. I would avoid weekends as sometimes the grooming center has less staff and the job would be half done.

Amazing Staff! Friendly and kind service. Offering full vet and grooming services. Offering an annual membership, which is well worth it's price if you use it's benefit's.

Vet staff are always friendly and take a few minutes to find out what you need for your Fur baby, and really make you feel confident that the best care is always given.

Dr Udawatta was great with my puppy today. My puppy had her third injection today and didn’t even flinch. Thank you for the great service and ongoing support. …

Incredibly caring staff, all of who go well out of their way to look after your pets. A couple of our pets wouldn’t be alive and healthy without Natalie and Alice.

Provided great service and my babies were well groomed and looked after. This was my second visit. Booking process easy and smooth. Very lovely groomers.

Very reliable delivery, easy to change choices, best to order 2-3 months supply to save delivery costs. Ideal for older person with a pet.

Sadly the vet clinic is so damn slow with an average waiting time of 45 minutes to just be spoken too. So don't come here in an emergency

Best Friends is a wonderful vet. We have been taking our dog Leon since we got him and they are just brilliant! Thank you Best Friends!

Fantastic service always! The staff are incredibly friendly and are always amazing with my puppies. Couldn’t recommend a better vet!

Our 9 year old groodle is very nervous about being groomed but the patient staff were able to once again provide excellent service.

Staff are always friendly and helpful throughout the shop, groomers and vet. They have been awesome with the care of my dogs.

Tanji always comes home looking amazing. The staff are incredibly friendly and helpful from front desk to grooming.

Both my cavies are so happy lockdown was hard for them too they both feel fresh and clean and smell wonderful

Excellent grooming service my dog always looks gorgeous when she comes out of there the girls are lovely

Helpful staff, bright, clean and tidy shop. Groomers did a wonderful job on my big fluffy dog …

Great service very helpful staff a pleasure to shop here. They still know what customer service is.

The groomers always take care of our dogs and do an amazing job grooming them without and issues!

Always great service, super friendly staff who always look after my old dog (16.5years ) Jazzy

All staff are knowledgeable, caring and friendly. Highly recommend them for vetinary care

Couldn't recommend this vet more my puppy loves going here and Dr Natalie is astounding!

Had 2 pugs groomed here. Friendly staff BUT Super expensive. $80 per dog.

Great team and great service. Trevor loves coming here for his grooming

the vets and vet nurses are very kind and are very good with animals

Clara is friendly and helpful always goes a great job on Molly

Staff are very friendly & helpful. Great range of products.

DO NOT USE THIS VET WHATEVER YOU DO PLEASE NEVER USE THEM.

Very good service. They really look after the pets here!!

it's a great place and have everything in one place

Great Vet and staff. Very friendly and caring

Staff are always helpful the vets are great..

Dr Natalie is the best for our fur babies.

Awesome people and friendly team!

Have responded in start of revuie

The staff were great with my cat

Always helpful, store is clean.

Small dog Hair cut good job ,

Very friendly environment

Great grooming services

Great customer service

Always friendly staff

my favorite vet shop

Great staff